Digiturk
Easy Bill
🧠 The Challenge
Digiturk users were receiving printed invoices, which often went unnoticed, leading to payment delays and customer service calls. The company aimed to:
- Reduce the use of printed invoices
- Encourage digital billing adoption
- Offer a simple and accessible mobile experience
🎯 The Goal
Design a mobile billing webpage that allows users to:
- Quickly view and understand their bill
- Pay via a seamless redirect to Digiturk’s payment portal
- View key billing details like discounts, content charges, and multiple device usage
💡 My Role
As the Senior Product Designer, I led the end-to-end design process:
- Conducted research and data analysis
- Designed wireframes and prototypes
- Facilitated stakeholder reviews
- Ran user testing sessions
- Finalized and delivered developer-ready designs via Zeplin
🔍 Discovery & Research
To understand user needs and billing complexities, I gathered real printed invoice samples from the finance department. A key insight emerged:
📌 Users with multiple set-top boxes had vastly different invoice structures, requiring a design flexible enough to support both single and multi-device households.
🎨 Design Process
1. Wireframes & Mockups
Created separate flows for single vs. multi-device households. Focused on:
- Clean visual hierarchy
- Clear CTAs
- Collapsible sections for advanced details
2. Prototypes
Interactive prototypes were built for usability testing and stakeholder alignment. Feedback led to refinements around terminology and grouping logic.
🧪 User Research & Testing
I interviewed 8 Digiturk users with targeted usability tests. I explored areas like:
- Information hierarchy and clarity
- Actionability of CTAs
- Understanding of billing terms like “Additional Services” vs. “Packages”
- Preferences on invoice details and grouping
🟢 Prioritized insights were identified and validated in collaboration with stakeholders.
✍️ Key Research Questions
- Is the total amount to be paid clear and prominent?
- How should discount campaigns be shown for clarity and trust?
- Are users confident in taking action (e.g., clicking “Pay Now”)?
- Should users see all the invoice details or just a summary first?
🎨 Design Process
3. Visual Design
Finalized high-fidelity designs in Sketch and handed off via Zeplin.
- Used Digiturk’s brand palette for consistency
- Ensured accessibility and responsive behavior
- Created reusable UI components for scalability
📊 Results & Impact
✅ +50% increase in user engagement with digital invoices
✅ -25% drop in invoice-related user complaints
✅ Created a design system foundation for future Digiturk mobile tools
🧠 Reflections & Learnings
This project reinforced the power of user research and iteration. Small interface tweaks, like changing terminology and adding tooltips, significantly impacted usability. I also learned the value of cross-functional collaboration, especially with finance and customer support teams to deeply understand the problem.